B&B Lorena Suites & Apartments

The worst part of finding a bed bug in my bed was how the B&B Lorena Suites manager responded when I got in touch. They said I was lying and had sent fake photos from another hotel. I asked them to sanitize the premises, but they flatly refused and said I’d made it up. It seemed easier for them to deny a bed bug in their room than admit there was one. I was shocked by such poor service and staff; I can barely imagine it. After I posted on Booking.com, they accused me of giving false information and claimed I’d asked permission to throw a party on their balcony, that they refused, and that I was taking revenge. I never asked to throw a party, and my room didn’t even have a balcony. I’m genuinely shocked they made things up instead of dealing with the actual problem. This dishonesty and defamation are unacceptable. I don’t think these are people you can trust, and strongly advise against dealing with them.

We had no complaints about the accommodation itself. It was modern, clean, comfortable, and nice, and I’d love to return for longer than the one night we stayed. It’s close to the city center, with good tram and bus connections. The breakfast we ordered was forgettable, but there’s an excellent breakfast spot 50 meters away. The reception host was pleasant when we arrived, then got strict, almost like a monastery. If that changed, they could get excellent reviews.

The room looked nice, but that didn’t make up for the way the host treated us. After our stay, I read lots of Booking reviews and saw a worrying pattern: guests leave fair or even mild criticism, then get aggressive replies, sometimes telling them never to come again or accusing them of things that don’t fit their experience. Our review got much the same response, with disrespect, needless accusations, and a defensive attitude that ignored our point of view. It feels as if honest feedback brings retaliation instead of reflection. Nice decor means little when guests are treated with contempt. This is hostility toward customers, not normal or professional hospitality. There are plenty of B&Bs run by people who care about looking after guests. This property’s review history repeatedly suggests the host would rather blame, attack, or make up stories about guests than improve the service. I’d strongly advise travelers to read the property’s Booking responses before deciding. The way a host talks to guests says everything.

My original 6/10 score was too generous after seeing the host’s reply. I left an honest review on Booking.com, then the host publicly claimed I broke furniture, which I didn’t, and stayed late. I only asked to collect my luggage at 1:30 PM. They also said I requested luggage storage at 12:30am, but I asked at 10:30am and was turned down. They never contacted me or told me I’d damaged anything. The reply was defensive, accusatory, and unprofessional. This behavior has no place in hospitality.